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TENABLETECHNICALSUPPORTGUIDE

TABLE OF CONTENTSOVERVIEW 3Purpose of this Document 3Tenable Technical Support Team 3GETTING STARTED WITH TENABLE TECHNICAL SUPPORT 4Technical Support Centers 4Online Resources 4Tenable Community 4OPENING A CASE 5Technical Support Centers 5Priority Level 5Case Information Required 6Case Response Times 6CASE HANDLING FLOW 7ENHANCEMENT REQUESTS 7TRACKING A CASE 8Case Resolution 9Closing a Case 9ESCALATION MANAGEMENT 9ROLES AND RESPONSIBILITIES 10TENABLE SUPPORT AND UNSUPPORTED ISSUES 11TENABLE TECHNICAL SUPPORT GUIDETHE CONTENTS OF THIS DOCUMENT ARE MARKED CONFIDENTIAL AND PROPRIETARY AND ARE NOT FOR GENERAL DISTRIBUTION PURPOSES2

OVERVIEWPURPOSE OF THIS DOCUMENTThe Tenable Technical Support Guide is designed to assist you as a Tenable customer. It is a reference for thesupport tools and resources to help you accelerate the ROI from our Tenable products and services to yourprojects. This Guide describes what you can expect from Tenable and suggests practices that best ensure yoursuccess. This Guide is not a legally binding document and is for informational purposes only. Tenable reservesthe right to make updates and changes to this Guide in its reasonable discretion.TENABLE TECHNICAL SUPPORT TEAMThe Tenable Technical Support team is highly skilled on Tenable products and understands customer needs.Technical Support EngineerTechnical Support ManagerThe Technical Support Engineer (TSE) will answeryour technical questions, design workarounds,and resolve issues. Technical Support Engineershave a varied background in fields such assystems administration, network administration,and enterprise software support.The Technical Support Manager ensuresthe delivery of support to Tenable’s customersexceed prescribed Response Times.Optional - Elite Support Offerings:Dedicated Technical Support EngineerThe Dedicated Technical Support Engineeris 100% dedicated to the customer, full-time,during regular business hours. They open,close, manage, and fix all Tenable cases.Technical Support OperationsManager (TSOM)The Technical Support Operations Manager performsa monthly account review on case history, trends,and metrics. They also provide case consolidationand coordination across large organizations andensure timely responses and proper resources.TENABLE TECHNICAL SUPPORT GUIDETHE CONTENTS OF THIS DOCUMENT ARE MARKED CONFIDENTIAL AND PROPRIETARY AND ARE NOT FOR GENERAL DISTRIBUTION PURPOSES3

GETTING STARTED WITH TENABLE TECHNICAL SUPPORTAs a customer with Tenable Technical Support, you are entitled to a number of predetermined technical supportcontacts who may: create cases, search our knowledge base, review product documentation, and downloadsoftware updates.TECHNICAL SUPPORT CENTERSTechnical Support Centers are in the following locations:Each support center has TSEs,as well as other team members,focused on timely resolution ofyour support case.Dublin, IrelandColumbia, Maryland, USASingaporeSydney, AustraliaTENABLE COMMUNITYONLINE RESOURCES All technical support reference materialsmay be found on our Community Portal:https://community.tenable.com Support Knowledge Base: Search,access, and view solutions inTenable’s Knowledge Base Support Case submission:Originate a case with a Tenable TSEThe Tenable Community is an easy-to-use,integrated Web support tool that providespersonalized, comprehensive self-help resourcesseamlessly integrated with Tenable Support Centers.Through the Community Portal, you can: Search and browse Tenable’s knowledgebase Create and manage support cases Download product updates Subscribe to receive alerts, product news,release notes, and other notificationsTenable recommends that Primary Contactsregister for the Community Portal immediatelyafter receiving their welcome email from Tenable.TENABLE TECHNICAL SUPPORT GUIDETHE CONTENTS OF THIS DOCUMENT ARE MARKED CONFIDENTIAL AND PROPRIETARY AND ARE NOT FOR GENERAL DISTRIBUTION PURPOSES4

OPENING A CASEIf you are unable to find a solution to your issue, you can create a support case using one of the following methods:TECHNICAL SUPPORT CENTERSTechnical Support Centers are in the following locations: By calling Tenable Technical Support (Local TollFree and Direct phone numbers can be found athttps://community.tenable.com)Inbound phone support is reserved forAdvanced and Elite Customers. Initiating a Live Chat with one of ourTSEs (Live Chat button can be found athttps://community.tenable.com) Create a case via the Community Portal By sending an email to support@tenable.comPRIORITY LEVELWhen submitting a case, you will be asked for the Priority Level. The TSE will evaluate the case, compare itto the Descriptions listed below, and may change the priority of the case based on their discretion.Please note that requests sent via email are treated as P4 - Informational. For Business-Critical issues thatfall outside of the default priority assignment, we recommend Advanced or Elite customers call or live chatTechnical Support.Technical PriorityP1 / CriticalP2/ HighP3 / MediumP4 / InformationalDescriptionProduct functionality completely degraded – critical impact tobusiness operationProduct functionality severely degraded – severe impact tobusiness operationsGeneral errors/issues – product impaired however business operationsremain functionalBasic information or assistance with Tenable products – little tono impact on business operationsTENABLE TECHNICAL SUPPORT GUIDETHE CONTENTS OF THIS DOCUMENT ARE MARKED CONFIDENTIAL AND PROPRIETARY AND ARE NOT FOR GENERAL DISTRIBUTION PURPOSES5

CASE INFORMATION REQUIREDGetting pertinent information about your case up front reduces the back-and-forth communication andsignificantly shortens the time it takes to resolve an issue.When opening a case, please be prepared with the following information: Name, Name of Organization and Tenable Customer ID Business Impact and context, including any project schedules that are at risk Product Priority Screenshots, logs, and/or diagnostic files Was it working before? When did it stop? What, if anything, has changed? What error messages are received? When and how often does the problem occur?At any time, Technical Support may require specific information pertaining to any of the above items or othersthat are unlisted. It is typical for technical support to ask to see these or speak with client resources in orderto rule out any known issues.CASE RESPONSE TIMESWhen creating a support case, expect initial contact during normal business hours within the following targetedresponse times by a TSE.See the following: plansOnce a case is created, you will receive confirmation with a case number via email. A Tenable TSE will beassigned and respective status will be regularly updated.TENABLE TECHNICAL SUPPORT GUIDETHE CONTENTS OF THIS DOCUMENT ARE MARKED CONFIDENTIAL AND PROPRIETARY AND ARE NOT FOR GENERAL DISTRIBUTION PURPOSES6

CASE HANDLING FLOWOnce a case is submitted, it will be handled by a Frontline TSE. Frontline TSEs are highly skilled technical expertsin Tenable technology and on best practices in complex environments. The TSE will verify business impact andrelated severity of the issue. The TSE will also confirm the technical problem, troubleshoot/isolate the problem,and potentially reproduce the behavior. Approximately 91% of all customer issues are resolved by Frontline TSEs.Cases may also be assigned to an Escalation TSE, who will develop a resolution plan and will then act as a singlepoint of contact through resolution.Suggested Case Flow and Resolution1. Review Community Portal for potentialanswer2. Create a case in the Tenable Portal Frontline TSE assigned to case Escalation TSE (if need be)What Will Customers Need toDo to Assist Tenable Support? Provide adequate time and resourcesto the TSE working your issue Provide a timely response to requestsfor information, files, and follow-up calls Provide product logs, diagnostic files,debug data, packet captures Have internet access to join webmeetings and share applicationsand desktopsENHANCEMENT REQUESTSIn cases where the software is functioning as designed, customers may request additional or different behaviorfrom the software. Additional or different functionality are considered Feature Requests. The support case will beupdated to reflect this. Upon receiving a Feature Request, the TSE will formally document the case and provide allnecessary information to product management, and close the support case.Requests may be factored into future updates or upgrades; however, Tenable makes no commitment that everyFeature Request will be acted upon.TENABLE TECHNICAL SUPPORT GUIDETHE CONTENTS OF THIS DOCUMENT ARE MARKED CONFIDENTIAL AND PROPRIETARY AND ARE NOT FOR GENERAL DISTRIBUTION PURPOSES7

TRACKING A CASEOnce a case is opened, you can view the status of your case, the owner, current case notes, and attachments.Case statuses include:StatusNewDescriptionThis is the default status for all cases created via email or the Community Portal.WorkingThis is the initial status after a TSE has begun reviewing a case.On HoldA customer has specifically requested that a case be tabled due to an issueunrelated to the support case in question.Pending CustomerTechnical Support has requested information or follow up from the customer.Customer UpdatedThe customer has updated a support case, and it is pending review by a TSE.Pending EngineeringCase is awaiting feedback from Tenable’s development team.SuspendedThis is an automated status. Cases pending for more than 7 days will change toSuspended. Suspended cases close automatically after 10 days if the customerdoes not intervene.Pending CloseTechnical Support believes a case has been resolved, but has not receivedconfirmation from the customer. The case will close automatically after 4 daysif the customer has not confirmed this.ClosedThe case is believed to be resolved and may be re-opened at any time.TENABLE TECHNICAL SUPPORT GUIDETHE CONTENTS OF THIS DOCUMENT ARE MARKED CONFIDENTIAL AND PROPRIETARY AND ARE NOT FOR GENERAL DISTRIBUTION PURPOSES8

CASE RESOLUTIONA case is resolved with: Documentation of product behavior An acceptable workaround A software update or patch An upgrade A fix to product documentation A filed feature requestIf the case is open, the TSE will work to provide a resolution. If an interim solution or workaround has beensuccessfully applied and the case is Closed, you will be notified of possible permanent solutions. You mayreceive notifications of new updates through the Community Portal. The Release Notes include the specificfixes or feature requests addressed.CLOSING A CASEA case is closed upon customer confirmation of the resolution or lack of response over a period of time.A workaround or interim solution may be applied and the status also changed to Closed, with consent of thecustomer. In only very rare circumstances (e.g. unresponsiveness, unprofessionalism) will Tenable close a casewithout customer consent. Case context is preserved, and closed cases may be reopened at any time.ESCALATION MANAGEMENTAn escalation elevates the urgency level of a situation to minimize the business impact. A case, or set of cases,may be escalated to receive more resources and management attention. An escalation may be requested by thecustomer or initiated by Tenable.If you would like to escalate an issue, or are unsatisfied with the handling of your case, you can request to speakwith a Technical Support Manager and/or contact your Customer Success Manager at any time.TENABLE TECHNICAL SUPPORT GUIDETHE CONTENTS OF THIS DOCUMENT ARE MARKED CONFIDENTIAL AND PROPRIETARY AND ARE NOT FOR GENERAL DISTRIBUTION PURPOSES9